Last Saturday… I went racing on a friends’ boat, most of us where knowledgeable sailors and the boat handling was not rocket science, but still, we lacked performance. It made me wonder about the differences between knowledge and skills and how user research can help service design teams to understand root causes for knowledge and skill gaps. Designing a digital [...]

This week a team member and one of my sailing mates asked me the same question: "How can user research be used to improve a product?" First things first... and one of the first thing to consider is the scope of user research to perform: Exploratory - Where we can find the "whys", without having solid previous assumptions. The great [...]

We don´t want users to read. We want users to understand. How do you share this mindset within service design teams? Ask yourself - Will our users understand want we are telling them? What action is expected to be performed? To achieve this we need the "right content". What´s the right content? A lot less then we think it is; [...]